Helpdesk Analyst

Helpdesk Analyst 3716 Melrose Avenue Northwest, Roanoke, VA 24017 Helpdesk Analyst Please note that this position is with our IT vendor, MCubed, and not with New Horizons Healthcare. Although the role will be physically located within our offices, the successful candidate will be hired and employed directly by MCubed . T he Helpdesk Analyst implements and supports Information Technology and is the key technical resource responding to end user IT incidents and requests reported to the Helpdesk. They will be an integral part of the Information Technology team, supporting all aspects of IT. Essential Job Functions Serve as a first point of contact to end users by responding to technical assistance requests by phone, chat, email, or in person, to ensure that the users requests are resolved, and excellent customer support is provided. Ensure timely follow up, coordination, and status updates until the issue is resolved. Record and maintain accurate information within the Helpdesk ticketing system. Configure and deploy new workstations and handheld devices throughout the organization. Troubleshoot and solve any IT-related problems, including handling both hardware and software issues on workstations and handhelds. Ensure that printers, copiers, and fax machines are working properly and receiving regular maintenance. Work with hardware and software vendors to purchase, install, configure, maintain, and update IT equipment including warranty replacements. Prepare equipment, software and informational materials for new hires and other employees. Perform monitoring of all workstations, making sure that software is up-to-date and secure. Assist in purchasing of IT equipment, maintain an accurate inventory of the equipment, and record the user equipment assignments. Manage desk phones and cellphones, assign, and deploy new phones, make any configuration changes needed. Escalate unresolved issues to a senior IT resource. Evaluate and test new technologies, applications, and services. Create technical documentation and training materials. Serve as a backup to other members of IT department. Perform other tasks and duties, as necessary. Required Skills and Qualifications Associate degree in IT or a related field with at least 2-3 years of equivalent working experience. Solid knowledge and experience troubleshooting desktops, laptops, handhelds, printers, scanners, monitors, and other technology equipment. Proficiency in working with the Microsoft Windows operating system. Active Directory Users and Computers administration experience. Office 365 administration experience, proficiency in Microsoft Excel, Word, Outlook. Ability to work both independently and as part of a team. Excellent communication skills. Ability to write technical documentation. Good problem-solving skills. Participate in an after-hours on-call rotation, including weekends. Excellent customer service skills required.

Physical demands and work environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. While performing the duties of this position, the employee is regularly required to talk and/or hear. The employee is frequently required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds, climb ladders, crawl under desks, and perform work in tight spaces. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is typically low to moderate. New Horizons Healthcare is located in scenic Roanoke Valley. Roanoke is a mountain city and hub for innovation. Offering miles of trails, parks within walking distance, a vibrant downtown, and friendly neighborhoods with character, Roanoke is the perfect place to live, work, and play.